ITIL-Driven IT Operations & Service Delivery Executive

JAMES H. DVORAK

****Hawthorn Hill Drive Waukesha, WI 53188 414-***-**** ***********@*****.***

SUMMARY

Management Executive with extensive experience in data center operations and service delivery, driving performance through effective contractor and vendor management. Proven expertise in bridging technology and business to build scalable, cost-efficient operations with P&L oversight. Successfully led global teams and operational integrations, aligning IT services with strategic goals.

SKILLS

•Operations Management: Service Delivery Management, 7x24 Data Center Management, Production Management/Operations

•Project And Product Management: Project Management, Product Management

•Resource And Vendor Management: Offshore Resourcing, Vendor Management

•Process Development: ITSM Process Development

PROFESSIONAL EXPERIENCE

CSI, (Computer Servics Inc.) 2024 - Present

Senior Vice-President, IT Division Executive Paducah, KY (remote)

Directed 7x24 production service delivery for the CSI enterprise, including critical Banking and Payments systems, demonstrating strong data center operations oversight and process building capabilities while managing a $3M budget and operations in Paducah, KY and Valparaiso, IN.

•Developed and integrated an Enterprise Systems Assurance process encompassing Incident, Problem, and Change Management, reflecting advanced ITSM process development expertise.

•Designed and implemented a daily Executive dashboard to monitor key product performance metrics over a 24-hour and prior trended period, enhancing service SLAs and data-driven decision-making.

•Instituted CSI's first Executive Operational Excellence Board to address weekly production events, significant change activities, and client SLA performance, showcasing a relentless problem-solving mindset.

•Led and coordinated a team of 150 FTEs both onshore and offshore, reinforcing capabilities in contractor management and talent network development.

•Cultivated strong customer relationships and provided escalation support to ensure rapid resolution of critical service issues, directly aligning with client-facing leadership standards.

NCR Corporation 2019 - 2023

Vice-President, Service Delivery and Operations Milwaukee, WI (remote)

Oversaw end-to-end Service Delivery and Operations within NCR Payments, Network, and Banking divisions, emphasizing ITSM responsibility for Incident, Problem, and Change Management along with detailed service level reporting.

•Implemented ITIL-influenced practices for the NCR Payments division, including crafting process flows, establishing approval committees, optimizing tool utilization, and leading comprehensive training and documentation initiatives to support service delivery scaling.

•Collaborated in the strategic integration of the Cardtronics organization into NCR's Payments, Network, and Banking divisions, aligning cross-functional teams and ensuring a seamless merger.

•Engineered a 'follow-the-sun' operational support model by leveraging NCR resources across North America, India, and Serbia, demonstrating advanced vendor management and operational excellence.

FIS (Fidelity National Information Services) 2008 - 2018

Senior Vice-President, IT Division Executive Milwaukee, WI

Accountable for managing 7x24 production service delivery for the FIS enterprise, which included critical Banking and Retail Payments systems. Managed a $40M budget.

•Successfully consolidated 10 operational support teams to 2 U.S. and 1 Bangalore (India) team to support the enterprise yielding $12M in annual expense savings

•Integrated and created an Enterprise Systems Assurance process for that encompassed Incident, Problem, and Change management disciplines

•Managed the creation of a daily Executive dashboard displaying key product performance metrics for a 24 hour and prior trended period

•Established FIS' 1st Executive Operational Excellence Board to address weekly key production events, significant change activity and client SLA performance

•Managed 600 FTE both onshore and offshore

FIS (Fidelity National Information Services) 2006 - 2008

Senior Vice-President, Business Line Manager Milwaukee, WI

Accountable for managing all product and development for digital imaging solutions, as well as all client-facing and operations functions associated.

•Successfully implemented and converted 75 customers to a new operational services image solution including utilizing proprietary remote capture software for branches, tellers, merchants, and consumers

•Operationalized image capture solutions for remittance processing and enabled ATM capture capabilities as well

•Successfully closed 3 operations centers and migrated 70% of workload offshore to yield $6M in annual expense savings

•Managed 400 FTE both onshore and offshore

FIS – eFunds 2004 - 2006

Vice-President, Technology Development Manager Milwaukee, WI

Accountable for product development teams supporting leading payment solution platforms delivering high volume ATM, debit/credit card processing as well as payment fraud solutions.

•Created an offshore balance of development and testing resources to allow for 24 x 7 software development capabilities

•Managed the successful migration of USAA to the Connex platform

•Ran a $20M annual budget that recognized a 10% decrease each year while converting major clients such as MasterCard, US Postal Service and HSBC

•Managed 300 FTE both onshore and offshore

FIS – eFunds 1998 - 2004

Vice-President, Data Center Management Milwaukee, WI

Responsible for 24 x 7 data center operations, systems management, systems engineering, network management/operations, production management, and systems assurance process development

•Successfully consolidated 7 data center environments into 2 primary locations and built business continuity/redundancy between them

•Created a formal enterprise-wide Incident, Problem, and Change Management process for each discipline

•Developed an offshore team that modeled the onshore functions within the data center environment allowing for a global presence

•Managed 400 FTE both onshore and offshore

M&I Data Services

Vice-President, Production Management and Operations

EDUCATION

1988 - 1998

Milwaukee, WI

Keller Graduate School of Management - Milwaukee, WI

Graduate Level, Management and Statistics Course Studies

University of Wisconsin - Milwaukee

Bachelor of Business Administration, Management Information Systems

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